Your Contact Centre is at the frontline of your business. Your agents are your customers’ first point of call if they have an issue, query, or would just rather have a chat with someone than figure it out on their own.
So, seeing as it’s these employees that can make or break the Customer Experience, why do some brands still use outdated metrics to measure the performance of their Contact Centre?
You all know the idea of putting your customer at the heart of your business and, by now, I imagine that most Contact Centres are at least taking some steps in that direction. (If not, don’t panic, here are some ideas on how you can make a start!) But what about putting your employees first too?
Employee Engagement is about more than just keeping employees happy.
Read the full article on mycustomer here.
Want to find out how to keep your Contact Centre Agents engaged? Download our Six Top Tips For Employee Engagment:
